ACD System Administrator Guide - Toshiba

Telecommunication Systems Division

ACD System Administrator Guide

®

September, 2007

Publication InformationToshiba America Information Systems, Inc., Telectommunication Systems Division, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to simply change the design of this document.

Further, Toshiba America Information Systems, Inc., Telecommunication Systems Division, also reserves the right, without prior notice, to make such changes in equipment design or components as engineering or manufacturing methods may warrant.

CIX-AG-ACDSYSVC

Version C, September 2007

© Copyright 2006 ~ 2007Toshiba America Information Systems, Inc.Telecommunication Systems Division

All rights reserved. No part of this manual, covered by the copyrights hereon, may be reproduced in any form or by any means—graphic, electronic, or mechanical, including recording, taping, photocopying, or information retrieval systems—without express written permission of the publisher of this material.

Strata is a registered trademark of Toshiba Corporation. Stratagy is a registered trademark of Toshiba America Information Systems, Inc.

Trademarks, registered trademarks, and service marks are the property of their respective owners.

Toshiba America Information Systems, Inc.Telecommunication Systems Division

Limited WarrantyToshiba America Information Systems, Inc., (“TAIS”) warrants that:

• The Call Center Solutions equipment (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and workmanship for twelve (12) months after delivery.

• And that the Toshiba telephone equipment (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and workmanship for twenty-four (24) months after delivery.

This warranty is void (a) if the equipment is used under other than normal use and maintenance conditions, (b) if the equipment is modified or altered, unless the modification or alteration is expressly authorized by TAIS, (c) if the equipment is subject to abuse, neglect, lightning, electrical fault, or accident, (d) if the equipment is repaired by someone other than TAIS or an authorized TAIS dealer, (e) if the equipment’s serial number is defaced or missing, or (f) if the equipment is installed or used in combination or in assembly with products not supplied by TAIS and which are not compatible or are of inferior quality, design, or performance.

The sole obligation of TAIS or Toshiba Corporation under this warranty, or under any other legal obligation with respect to the equipment, is the repair or replacement by TAIS or its authorized dealer of such defective or missing parts as are causing the malfunction with new or refurbished parts (at their option). If TAIS or one of its authorized dealers does not replace or repair such parts, the retail customer’s sole remedy will be a refund of the price charged by TAIS to its dealers for such parts as are proven to be defective, and which are returned to TAIS through one of its authorized dealers within the warranty period and no later than thirty (30) days after such malfunction, whichever first occurs.

Under no circumstances will the retail customer or any user or dealer or other person be entitled to any direct, special, indirect, consequential, or exemplary damages, for breach of contract, tort, or otherwise. Under no circumstances will any such person be entitled to any sum greater than the purchase price paid for the item of equipment that is malfunctioning.

To obtain service under this warranty, the retail customer must bring the malfunction of the machine to the attention of one of TAIS’ authorized dealers within the twenty-four (24) month period and no later than thirty (30) days after such malfunction, whichever first occurs. Failure to bring the malfunction to the attention of an authorized TAIS dealer within the prescribed time results in the customer being not entitled to warranty service.

THERE ARE NO OTHER WARRANTIES FROM EITHER TOSHIBA AMERICA INFORMATION SYSTEMS, INC., OR TOSHIBA CORPORATION WHICH EXTEND BEYOND THE FACE OF THIS WARRANTY. ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND FITNESS FOR USE, ARE EXCLUDED.

No TAIS dealer and no person other than an officer of TAIS may extend or modify this warranty. No such modification or extension is effective unless it is in writing and signed by the vice president and general manager, Telecommunication Systems Division.

TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”)Telecommunication Systems Division License Agreement

IMPORTANT: THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT. USE OF ANY SOFTWARE OR ANY RELATED INFORMATION (COLLECTIVELY, “SOFTWARE”) INSTALLED ON OR SHIPPED WITH A TAIS DIGITAL SOLUTIONS PRODUCT OR OTHERWISE MADE AVAILABLE TO YOU BY TAIS IN WHATEVER FORM OR MEDIA, WILL CONSTITUTE YOUR ACCEPTANCE OF THESE TERMS, UNLESS SEPARATE TERMS ARE PROVIDED BY THE SOFTWARE SUPPLIER. IF YOU DO NOT AGREE WITH THE TERMS OF THIS LICENSE AGREEMENT, DO NOT INSTALL, COPY OR USE THE SOFTWARE AND PROMPTLY RETURN IT TO THE LOCATION FROM WHICH YOU OBTAINED IT IN ACCORDANCE WITH APPLICABLE RETURN POLICIES. EXCEPT AS OTHERWISE AUTHORIZED IN WRITING BY TAIS, THIS SOFTWARE IS LICENSED FOR DISTRIBUTION THROUGH TAIS AUTHORIZED CHANNELS ONLY TO END-USERS PURSUANT TO THIS LICENSE AGREEMENT.

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Toshiba America Information Systems, Inc.Telecommunication Systems Division9740 Irvine BoulevardIrvine, California 92618-1697 United States of America

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Contents

IntroductionOrganization....................................................................................................................... iiiConventions ........................................................................................................................ivRelated Documents/Media...................................................................................................v

General Description ..........................................................................................................vUser Guides and Manuals.................................................................................................vCD-ROMs.........................................................................................................................v

Chapter 1 — System AdministratorAction Buttons ..................................................................................................................2First-time Set Up...............................................................................................................2

Miscellaneous Tab ...............................................................................................................3Unavailable Reasons............................................................................................................4Actions Tab..........................................................................................................................5Supervisors Tab .................................................................................................................16Agents Tab .........................................................................................................................18ACD Groups Tab ...............................................................................................................20

General Tab ....................................................................................................................21Call Management Tab.....................................................................................................22Agents Tab......................................................................................................................24Supervisors Tab ..............................................................................................................26Alarms/Notification Tab.................................................................................................28Miscellaneous Tab ..........................................................................................................30

Recording Announcements ................................................................................................32

Strata CIX ACD System Administrator 09/07 i

ContentsChapter 2 – Strata ACD

ii

Chapter 2 — Strata ACDSet Up ACD Views.........................................................................................................37View Groups...................................................................................................................38View Calls ......................................................................................................................40View Ports ......................................................................................................................41View Clients ...................................................................................................................42Strata ACD Events..........................................................................................................43

Toshiba-Keyset Interface ...................................................................................................44MIS Server .........................................................................................................................45

Index ......................................................................................................................................47

Strata CIX ACD System Administrator 09/07

Introduction

This guide provides set up and operating instructions for Strata Automatic Call Distribution (ACD) System Administrator software. This guide assumes that all of the proper equipment and set up procedures regarding the Net Server, Voice Assistant, Network ACD, and the Strata ACD requirements have been met.

Organization• Chapter 1 – System Administrator explains how to use the Strata ACD System

Administrator software.• Chapter 2 – Strata ACD explains how to use the Strata ACD software.

Strata CIX ACD System Administrator 09/07 iii

IntroductionConventions

iv

Conventions

Conventions Description

NoteElaborates specific items or references other information. Within some tables, general notes apply to the entire table and numbered notes apply to specific items.

Important! Calls attention to important instructions or information.

Tilde (~) Means “through.” Example: 350 ~ 640 Hz frequency range.

Denotes the step in a one-step procedure.

Denotes a procedure.

Start > Settings > Printers

Denotes a progression of buttons and/or menu options on the screen you should select.

See Figure 10

Grey words within the printed text denote cross-references. In the electronic version of this document (Library CD-ROM or FYI Internet download), cross-references appear in blue hypertext.


IntroductionRelated Documents/Media

Related Documents/MediaNote Some documents listed here may appear in different versions on CD-ROM or in

print. To find the most current version, check the version/date in the Publication Information on the back of the document’s title page.

General Description• Strata CIX Call Center Solutions General Description

User Guides and Manuals• Strata CIX ACD Agent/Supervisor User Guide• Strata CIX ACD Installation Guide• Strata CIX IPT/DKT Telephone User Guide• OAISYS Net Server Operations Manual• OAISYS Voice Assistant Installation Guide• OAISYS Chat, System Administrator’s Guide • OAISYS Call Router on CIX Operations Manual• OAISYS Net Phone System Administrator’s Guide

CD-ROMs• Strata CIX Call Center Solutions Application Software and Documentation

Library for Strata ACD, Insight, Net Server, and Voice Assistant• OAISYS includes software and documentation for OAISYS Chat, Call Router, and

Net PhoneFor authorized users, Internet site FYI (http://fyi.tsd.toshiba.com) contains all current Strata documentation and enables you to view, print and download current publications.

Strata CIX ACD System Administrator 09/07 v

http://fyi.tsd.toshiba.com

IntroductionRelated Documents/Media

vi

System Administrator 1

This chapter explains how to use the Strata ACD System Administrator features. This guide assumes that the Strata ACD System Administration software has been properly installed on your Strata ACD PC or MAS.Use this program to set up and control Strata ACD operation.

To open the ACD System Administrator window1. Click on Start > Programs > OASIS > ACD Administrator.2. From the Strata ACD System Administrator window, access the database by

selecting File, Open, then select and open the “ACDcore.mdb” file. (This step is only required once per PC or MAS.)

3. Select the appropriate Work Mode radio button (shown below). Select Connect to the Net Server; for real time work mode or select Work Offline for back up.

Strata CIX ACD System Administrator 09/07 1

System Administrator

2

4. Click on the Strata ACD System Administrator icon on the Windows toolbar.5. Log in with a valid username and password, then press Enter. The defaults are:

Username: AdminPassword: AdminOnce you’ve successfully logged on, you should see a screen similar to the one shown below:

To log in if the ACD System Administrator program is already activated1. Select File > Log In.2. Log on with a valid username and password, then press Enter.

To log outSelect File > Log Out.

Action ButtonsAcross the top of the Strata ACD System Administrator screen is a series of four action buttons. These buttons are shortcuts to four basic functions. The buttons are:

Edit selected records.

Copy selected record.

New record.

Delete selected records.

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System AdministratorFirst-time Set Up

First-time Set UpThe first time you use the ACD Administrator to create ACD Groups, add Agents, Supervisors, and define or select alarms and actions, it is actually better to select the tabs from right to left. First, define items on the Miscellaneous tab, then Unavailable Reasons, Actions, Supervisors, Agents, and ACD Groups last. This is because some of the items defined in the tabs on the right must be established so that they will show up in the ACD Groups tab.

Miscellaneous Tab

FIELD DESCRIPTION

Trunk Access Code

The trunk access code for dialing out (e.g., 8 or 9. Field defaults to 8.

Intermediate ACD PilotsIntermediate Pilot DNs are provided as a means for directing a call into an ACD Pilot. This simulates getting a DNIS number for MIS reporting.


System AdministratorMiscellaneous Tab

4

To change the access code1. From the Miscellaneous tab, click Change in the Trunk Access Code section of the

screen. The field changes to a white background.2. Enter the new access code. The code is saved automatically.

To reset the Agent Idle timeCheck Reset the Agent Idle Time checkbox when agents go un-available. This is used when Longest Idle is selected as the Call Distribution type on the Agents tab when configuring the ACD Group.

To view or change an Intermediate ACD Pilot1. From the Miscellaneous tab, click View/Change. The Intermediate ACD Pilots

screen displays.2. Click Add or highlight a Pilot DN and click Edit. A screen displays with Pilot DN

and Route Destination fields. Make your changes and click OK.

Pilot DN Define the Pilot DN where the ACD calls for this group will be delivered. From the ACD Groups tab, go to the Main Menu and select Edit. The Edit ACD Group window opens. Pilot DNs are created in Program 540. (See the Strata CIX ACD Installation Guide.)

From the General tab, enter a Name. Then fill in or select the appropriate parameters.

Route Destination Enter a Pilot DN destination for the routing point of an Intermediate Pilot DN.

FIELD DESCRIPTION


System AdministratorUnavailable Reasons

Unavailable ReasonsThe DKT telephone has two fixed unavailable codes – Forced and General Unavailable. Forced is used when Strata ACD forces an agent unavailable due to a call not being answered in the allocated time frame. General is used when the manual button on the phone is used.The 10 additional codes shown on this screen are not available from the telephone, but can be entered using Net Phone. By clicking Change, these reasons can be changed to meet the customer’s needs by replacing the text with your own customized text.

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System AdministratorActions Tab

6

Actions TabDefines what needs to happen when certain events take place. For example, when a new call arrives it can have a delayed answer to reduce 800 number charges while looking for an available Agent, but if an Agent is not found before the answering time, then an “Action,” such as “Play an Initial Announcement” can be created.The Actions shown are predefined and come with the system (shown below), so generally, you can just select one of these. See Table 1 for detailed information on the scripts and parameters.

The following procedure is for defining custom actions.

To change an action1. From the Actions tab, highlight an Action in the list.2. Click the Edit Selected Record icon. The Edit screen displays.3. Make your changes and click OK.Notes

• It is not recommended that you change the default Actions. The recommended method is to copy an Action, rename it, and edit this version for a specific group of functions.

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To add an action1. From the Actions tab, click

the New Record icon. The New Action screen displays (shown right).

2. From the New Action window, enter the action name and type (or select one from the drop-down box). Depending on the type selected, a group of fields display on the lower portion of the screen (see Field Descriptions below for explanations of the fields).

3. Check any Action Classes you want applied. Greyed out options do not apply to the type chosen.

4. Click OK.

FIELD DESCRIPTION

Name Enter a name for the Action to be added or change the name of an existing action. We suggest selecting an action “Type” prior to creating a name to avoid re-defining an existing action.

Action Class These items enable you to set system-wide functions. Only the actions which apply can be checked. Items in grey do not apply. Available options are:

• Initial Announce

• Periodic Announce

• Overflow/ReRoute• Alarms/Notifications

• Enhanced Call Management (Enhanced)

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8

Type This pull-down list enables you to select the type of action to be performed for the item named. Predefined Types include:

• Transfer to VA/Announce

• Run VA Script

• Transfer Call• Send DDE Message

• Log to File

• Send LCD Message• Send Email

• Announce with Callback (Enhanced)

• Interflow (Enhanced)• Share Agents (Enhanced)

Action Settings

These fields vary based on “Type” selected.

Type: Transfer to VA/Announce or Run VA Script

VA Script # Specific Voice Assistant (VA) script should be invoked with this action. Enter the script number here. A series of announcement scripts are provided with the system. The announcement prompts are shown on Table 6.

VA Ports If a VA script is used, enter the port group associated with this ACD group.

Parameters You can further define additional actions by entering parameters. See following tables. These parameters will be used by the VA script as part of its processing (see Parameter Variables table).

Prevent any agent seizing this call

If an agent becomes available while a call is listening to an announcement, this checked will prevent the call from being moved to that agent until the announcement is complete.

Prevent any lower priority call in queue from preempting this call

When this box is checked, calls will follow a strict order sequence for agent delivery independently of whether an announcement is being played or not.

When not checked, the call with the highest priority not connected to an announcement will get delivered to an available agent.

FIELD DESCRIPTION



Type: Transfer Call

XFR To Transfer calls to specified station (must be a station within same node).

Tone Available settings: Music-On-Hold (default), Ringback

CP (Call Priority) Available settings: ACD (default), Emergency, External, Internal

MS (Music Source) Available settings: None (default), MS01~MS15

Override DND Sends a call waiting tone or ringing to a station in DND mode to indicate that a call is coming in.

Override FWD Sends a call ringing tone to a station in forward mode to indicate that a call is coming in.

Allow Campon Allows a call to go to a busy station and remain on hold. When the line becomes free, the station rings.

Type: Send DDE Message

App Name Application Name.

App Topic Application subject matter.

DDE Message Specify the application message needed.

Type: Log to File

Write to File Available settings: Append (default), Overwrite

Log Filename Name of target file.

Log String Setup string of characters.

Type: Send LCD Message

Send LCD Message to

Available settings: All Supervisors (default), All Agents, Whole Group, Individual or Agent

Recipient available status

Available settings: Available, Unavailable, Avail or Unavail (default)

Display alarm only when keyset is idle

Select when you don’t want alarm to display on a busy telephone.

Tone (When Idle/Alerting)

Available settings: (none), Emergency, Reject (One Shot), Reject (Continuous), Splash (One Shot), Splash (Continuous).

Tone (When Talking)

Available settings: (none), Emergency, Reject (One Shot), Reject (Continuous), Splash (One Shot), Splash (Continuous).

Type: Send Email

Address E-mail address where e-mails will be sent.

FIELD DESCRIPTION



10

Subject Subject of e-mail.

Message Message being sent.

Attach Any attachments which should be sent along with the e-mail.

Type: Interflow (Enhance)

Interflow To Available settings: None (default), Group IDs/names of available ACD groups

Target Threshold Available settings: Agent Utilization > X% (default), Busy Ratio > X%, Calls Waiting > X

Type: Share Agents (Enhance)

Share agents from the following group

Available settings: None (default), Group IDs/names of available ACD groups

Note See Table 3 for additional information on Share Agents.

Table 1 Default Actions, Scripts and Parameters

Action Name Action TypeVA

ScriptPorts

Parameters:Variables (see Table 2)

Alarm Abandoned CallSend Message to LCD phone

n/a n/a Abandon Call @%G

Alarm Active AgentsSend Message to LCD phone

n/a n/a Active Agts <%Y@%G

Alarm Available AgentsSend Message to LCD phone

n/a n/a Avail Agts <%X@%G

Alarm Calls WaitingSend Message to LCD phone

n/a n/a Calls Wait = %Q@%G

Alarm Calls Waiting per Agent

Send Message to LCD phone

n/a n/a Calls/Agt High @%G

Alarm Longest Waiting Call

Send Message to LCD phone

n/a n/a LCW >%O&%G

Initial Announcement (simple)

Transfer Call to IVR/ Announcement

801 G1 %G

Periodic Announcement (simple)


806 G1 %G

FIELD DESCRIPTION



Initial Announcement (position)


811 G1 %G,%B,%S

Periodic Announcement (position)


816 G1 %G,%B,%S

Initial Announcement (wait time)


821 G1 %G,%B,%S1

Periodic Announcement (wait time)


826 G1 %G,%B,%S1

Initial Announcement (position + VM option)


831 G1 %G,%B,%S,#407,%G2

Periodic Announcement (position + VM option)


836 G1 %G,%B,%S,#407,%G2

Initial Announcement (wait time + VM option)


841 G1 %G,%B,%S,#407,%G3

Periodic Announcement (wait time + VM option)


846 G1 %G,%B,%S,#407,%G3

Initial Announcement (preferred agent)


851 G1 %G,%I

Initial Announcement (position + CB option)


861 G1 %G,%P,%B

Periodic Announcement (position + CB option)


866 G1 %G,%P,%B

Initial Announcement (wait time + CB option)


871 G1 %G,%P,1,%K

Periodic Announcement (wait time + CB option)


876 G1 %G,%P,1,%K

1. To use the calculated wait time use %G, 1, %K.2. To use the calculated wait time use %G,1,%K,#407,%G.3. Parameters in bold, #407,%G, can be changed. In this case, #407,%G represents the

extension to transfer the call to (either a Voice Mailbox or Quick Message code.

Table 1 Default Actions, Scripts and Parameters (continued)

Action Name Action TypeVA

ScriptPorts

Parameters:Variables (see Table 2)



12

Network ACD Voice Announce (VA) Port Script

VA port script uses the predefined parameter. For example, %G represents the group number which is Node+DN under Network ACD environment. For example, the default VMS transfer script uses %G as the mailbox, and it is Node+DN. If DN alone needs to be used for the mailbox, the parameter for the script needs to be edited to use mailbox such as 200 instead of %G that may represent 11200.

Parameter Variables

Variables are used within the definitions of actions to dynamically provide information about the triggering ACD group or call.

Table 2 Variables

Var. Group Variables Description

%GACD group’s unique ID or Pilot Extension. (For Network ACD, this will be Node number + ACD group’s unique ID or Pilot Extension).

%K The group’s running average-talk time.

%M The total number of Agents and Supervisors that belong to the group.

%O The duration of the longest waiting call, in seconds.

%QThe total number of waiting calls. Note that a waiting call is a queue call that ACD failed to push to an Agent because there are no ready Agents.

%R The total number of calls that are currently alerting an Agent station.

%S The group’s programmable, estimated average-talk time.

%W The group’s programmed name.

%X The total number of available Agents and Supervisors in the group.

%Y The total number of active Agents and Supervisors in the group.

%Z Ratio: %Q / %X, or Waiting Calls> / <Total Available Agents and Supervisors>.

Var. Call Variables Description

%A The call’s account number.

%B The call’s position in the queue. The first position in the queue is one.

%D The call’s associated DNIS value.

%F The extension of the device that last redirected this call.

%I PBX call ID.



Share Agent’s Behavior

The main group borrows, but does not claim ownership over the agents from the shared group. The main group is restricted to sending a call to a shared agent only if the shared group has no waiting calls. When the main group gets the opportunity to send a call to a shared agent, the main group follows the search algorithm of the shared group.When the main group sends a call to a shared agent, the main group treats the agent in the same way the shared group would have treated it. That is, it gives the same wrap-up time that the shared group would have given, using the “logout on missed call settings of the shared group, and so on.If the shared agent fails to answer the call, the main group moves the call back to itself. Table 3 shows how the call is processed and the Share Agent is treated.

%N Calling party name (outside calls only).

%P Calling phone number.

%T Call type.

%U The number of times the call has gone to periodic announcement.

Table 3 Share Agent’s Behavior

Operation Behavior

Call Distribution Share Group

Wrap-up Share Group

No-answer Advance Timer Main Group

No-answer Advance Destination

Main Group

Logout on Missed Call Share Group

Logout on Missed Calls from which Group

Share Group

Unavailable on Missed Call

Share Group

Table 2 Variables (continued)



14

Call Back Behavior

During a Voice Assistant announcement (initial or periodic), the caller can be offered the choice to be called back when his place in queue occurs. When callback is offered, the caller can reject it and stay in the queue or accept the call back.If the caller chooses the Call Back option he will be prompted for his call back number and optionally to describe the reason for his call. The ACD then holds his place in queue, and when it’s ready to be answered by an Agent, the ACD uses a Voice Assistant port to call the Agent, play the call back information, and then place the call back call.Once a call back has been registered, ACD replaces the call with a call back’s placeholder and keeps its position in the same queue. When it comes time for the call back placeholder’s turn, ACD initiates a call from a Voice Assistant port to that Agent. Upon answering, the Agent has three options:

Prevent last agent logout/unavailable if calls waiting

Share Group

Agent List – use for Linear and Round Robin Call Distribution

Share Group

Send LCD Message and Alarm Tone

Agents in Share Group do not get LCD Message and Alarm Tone sent by Main Group.

Thresholds calculation Agent in Share Group is not used in threshold calculations.

Preferred AgentPreferred Agent feature only applies to agents in the Main Group and in the Share Group.

ACD Help

When an agent in Share Group (while taking a call that came from the Main Group) requests ACD Help, the agent gets help from a supervisor in the Main Group. This is appropriate since those supervisor(s) are probably the most able to give help since the call came from that group.

Monitoring CallsA supervisor is only allowed to monitor an agent that belongs to the same ACD Group, that is he/she supervises.

Table 3 Share Agent’s Behavior (continued)

Operation Behavior



1. Press 1 to accept2. Press any other key such as * to repeat the call back number and the message that

the caller left.If the Agent presses 1 to accept, the call back call is made from the agent to the caller. If the agent hangs up or logs out before pressing 1, the call would remain in the queue and will be delivered to the next available agent.Table 4 shows how the call back placeholder is processed.

Table 4 Call Back Behavior

Operation Behavior

Initial Announcement No announcement is used for the placeholder.

Periodic Announcement No announcement is used for the placeholder.

OverflowThe placeholder does not follow overflow/re-route parameters and remains in the queue.

Re-routeThe placeholder does not follow overflow/re-route parameters and remains in the queue.

Enhanced Call Management

• InterflowThe placeholder does not follow interflow parameters and remains in the queue.

• Agent Sharing Agent sharing setup is used for the placeholder.

Call DistributionThe call back call follows the parameters set for the queue where the call is attached.

Wrap UpThe call back call follows the parameters set for the queue where the call is attached.

No-answer Advance TimeThe call back call follows the parameters set for the queue where the call is attached.

No-answer Advance Destination

The call back call follows the parameters set for the queue where the call is attached.

Logout on Missed CallThe call back call follows the parameters set for the queue where the call is attached.

Logout on Missed Call from which Group




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Unavailable on Missed CallThe call back call follows the parameters set for the queue where the call is attached.

Prevent Last Agent Logout/Unavailable Calls Waiting


Agent List — Use for Linear and Round Robin Call Distribution


Thresholds CalculationCall back’s placeholder is not used in thresholds calculation.

Preferred AgentPreferred Agent feature applied to Call Back’s placeholder.

ACD HelpACD Help is available to Call Back’s calls when the agent is connected to the caller.

Monitoring CallsSupervisor is only allowed to monitor Call Back’s calls when the agent is connected to the caller.

Table 4 Call Back Behavior (continued)

Operation Behavior


System AdministratorSupervisors Tab

Supervisors TabThis screen defines the supervisors, their IDs, and passwords. A series of buttons are provided across the top of the screen for editing, copying, adding or deleting supervisors in the list (shown below).

To change or add a Supervisor1. From the Supervisors tab, select Edit,

followed by Edit, Copy or New Record. The Supervisor screen displays (shown at right).

2. Enter (or change) the Supervisor ID, Name, and/or Password.

3. If you want the calls to be auto-answered, check the last field.

4. Click OK.FIELD DESCRIPTION

ID This is a unique number; the system does not allow duplicate IDs. Digit length must be five digits or less. For Network ACD, the Node Number does not need to be inserted in front of the Supervisor ID.

Name This name will appear on the Supervisors tab.

Password This is optional and can be the same as the ID.

Auto Answer w/Zip Tone

If you check this option, each ACD call is auto-answered and an audible tone is sent to the connection.

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System AdministratorAgents Tab

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Agents TabThis screen defines the agents, their Agent IDs, passwords, and Agent priority values used as part of the Agent Priority Routing. A series of buttons are provided across the top of the screen for editing, copying, adding or deleting agents in the list (shown below).

To change or add an Agent1. From the Agents tab, select Edit, followed

by Edit, Copy or New Record. The screen at right displays.

2. Enter (or change) the Agent ID, Name, Password and Priority.

3. If you want the calls to be auto-answered, check the last field.

4. Click OK.

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System AdministratorAgents Tab

FIELD DESCRIPTION

Agent ID This is a unique number; the system does not allow duplicate IDs.

Digit length must be five digits or less. For Network ACD, the Node Number does not need to be inserted in front of the Agent ID.

Name This name will appear on the Agents tab.

Password This is optional and can be the same as the ID.

Priority This assigns the call handling priority level for this individual. Valid entries are 0~100. Incoming ACD calls will always be sent to agents with the highest priority number when Agent Priority routing is used. You can assign multiple agents with the same priority number. A Priority value of 0 disables this parameter.

Auto Answer w/Zip Tone

If you check this option, each ACD call is auto-answered and an audible tone is sent to the connection.


System AdministratorACD Groups Tab

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ACD Groups TabAfter ACD Agents have been assigned under the ACD Agents tab, you can create ACD Groups.

To create ACD Groups1. From the ACD System Administrator window, click the ACD Groups tab. The

group summary appears on the tab.2. Select Edit, New Record or click the Edit or Add action button. The Add/Edit ACD

Group window displays. You can access the General, Call Management, Agents, Supervisors, Alarms and Miscellaneous tab screens.

3. Add/change the information on the screens and click OK.

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General Tab

Refer to the following field definitions to enter or change ACD group information.

FIELD DESCRIPTION

Group ID (Required) Enter a group identification number. This would be Pilot DN programmed into the CIX System for ACD.

For Network ACD, this will be Node number (the node number where the ACD Server is connected) and Group Identification Number (the Pilot DN for the ACD Group that is programmed in the Node where the ACD server is connected).

Name (Required) Enter a name for the ACD Group.

Description (Optional) Enter a description for the ACD group.

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Group Enabling Select one of the following: Enabled Always, Disabled Always, Use Schedule. These options define whether the Strata ACD is handling the calls or whether the calls follow the re-route action. When a queue is disabled, all existing calls in the queue are to be handled normally and all newly arriving calls immediately take the re-route action from the queue.

Use Schedule: If this option is selected, the following fields are activated: Sunday ~ Saturday and Start/Stop. These fields define the day of the week and starting and ending times for a queue session.

Note: The Use Schedule is only available in the Enhanced Model.

FIELD DESCRIPTION



Call Management Tab


FIELD DESCRIPTION

General Call Management

Initial Announcement

Specify the time the call may ring into the queue before taking the specified action. Typically, this defines how long the caller will hear Ring Back Tone prior to being transferred to the Initial Announcement if no Agents are available when the call arrives. The actions are defined later in the Actions Tab.

Periodic Announcement

This specifies how long a call will wait on a Music-on-hold source prior to following a periodic action. Typically, this action is a secondary announcement to indicate to the caller that the call is still being handled in the order received.

Overflow Calls Define the overall time and action to be taken if the call has not been handled. The Overflow action is followed after the specified time or if the queue becomes Disabled while the call is waiting in queue. This timer starts from the beginning of the call.

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ReRoute when Disabled

This action is followed if the queue is Disabled.

Enhanced Call Management(This section is only available in the Enhanced Model.)

#1~#4 Choose one of the triggers from the drop-down menu. They are: None, Agent Utilization, Busy Ratio and Calls Waiting. When you select Agent Utilization or Busy Ratio, you must also enter a percentage in the next field. If you select Calls Waiting, you must also enter the number of calls.

Action: Choose an action from the list to be taken when the trigger criterion is met.

FIELD DESCRIPTION



Agents Tab


FIELD DESCRIPTION

Behavior and Timers

Call Distribution Choose the routing algorithm to find an available Agent. Three options are available in Basic ACD (Linear, Round-Robin, and Longest Idle) and five are available in Enhanced ACD (Linear, Round-Robin, Longest Idle, Balanced Call, and Agent Priority).

Use this search when more than one agent logs into the same group.

Wrap-Up Set the length of time to allow the agent to wrap-up the work before making the agent available for the next call.

No Answer Advance

Set the length of time for ringing an Agent before advancing the call to an available Agent.

Logout on missed call

Check this box to automatically log out any agent that does not answer a call within the Ring No-Answer time period.

Unavailable on missed call

Check this box to automatically designate the agent as unavailable when the agent does not answer a call within the Ring No-Answer time period.

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Prevent last agent logout/unavailable calls waiting

Prevents the last available agent from logging out or becoming unavailable when there are one or more waiting calls. This option takes precedence over the “Logout on missed call” and “Unavailable on missed call” options.

Check box combinations

By checking boxes 1 and 3 or 1, 2 and 3, the last Agent will not be logged out automatically if there are calls in queue.

If Check Boxes 2 and 3 are checked, the last Agent will not go unavailable automatically if there are calls in queue.

Agent List

In this Group: This box shows the agents assigned to this group.

Available: Available: Displays a list of available agents. The ordering of the agents can be assigned using this screen. This ordering is used for selected agent search algorithms such as Linear or Round-Robin to define the sequence of the search.

Agent Availability is defined as: An agent is available if the agent is logged in and NOT unavailable.

Note According to this definition, an agent can be available and not ready to receive a call (e.g., busy) at the same time.

Agent Priority The Agent priority number can be re-assigned by double-clicking on the Agent in the Edit ACD Group screen (when Agent Priority *e is selected in the Call Distribution pulldown).

FIELD DESCRIPTION



Supervisors Tab

Refer to the following field table when entering or changing Supervisor information.

FIELD DESCRIPTION

Behavior and Timers

Call Distribution Choose the routing algorithm to be used for finding an available supervisor. Two options are available, Linear or Round-Robin. The supervisor is an agent of last resort when answering the login question to answer calls as part of the group (the Supervisor may opt upon log in to take calls as an agent of last resort). This search is only used when more than one Supervisor logs into the same group.

Wrap-Up Set the length of time allowed the agent to wrap-up the work before making the agent available for the next call.

No Answer Advance

Set the length of time for ringing an agent before advancing the call to an available agent.

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Supervisor List

In this Group: In this Group: This box shows the supervisors assigned to this group.

Available Available: Displays a list of available supervisors. The ordering of the supervisors may be assigned. This ordering is used for selected supervisor search algorithms such as Linear or Round-Robin to define the sequence of the search.

Supervisor Availability is defined as: A supervisor is available if the supervisor is logged in, willing to receive calls, and NOT unavailable.

Note According to this definition, a supervisor can be available and not ready to receive a call (e.g., busy) at the same time.

FIELD DESCRIPTION



Alarms/Notification Tab

Up to eight alarms can be reported to the Supervisor for each ACD Group. These alarms are defined by choosing an alarm to be reported and then selecting the action to be performed when the alarm occurs. See Table 5 for a list of available alarms.

FIELD DESCRIPTION

#1~#8 Choose one of the alarms from the drop-down menu. They are:

• None

• Agent Utilization > X%

• Busy Ratio > X%

• Active Agents + Supers <= X

• Available Agents + Supers <= X

• Call Abandoned

• Calls Waiting > X

• Longest Call Waiting > X seconds

• Calls Ringing > X

• Longest Call Ringing > X seconds

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Action Create an action for the alarm by placing your cursor in the field and typing over “None.” A few examples of what you could create are:

• Overhead page

• Alarm Active Agents - Send Message to LCD phone.

• Alarm Available Agents - Send Message to LCD phone.

• Alarm Abandoned Call - Send Message to LCD phone.

• Alarm Calls Waiting - Send Message to LCD phone.

• Alarm Longest Wait - Send Message to LCD phone.

• Alarm CW per Agent - Send Message to LCD phone.

• Select Tone — none - Send Message to LCD phone.

• Select Tone — Emergency Ring - Send Message to LCD phone.

• Select Tone — Splash - Send Message to LCD phone.

• Select Rate — Play Continuous - Send Message to LCD phone.

• Select Rate — Play once - Send Message to LCD phone.

Table 5 Available Alarms

Alarm LCD Display

Active Agents+Supers <= X (X = alarm threshold that you set) ALM Active Agts <%Y

Avail Agents + Supers <= X (X = alarm threshold that you set) ALM Avail Agts <%X

Call Abandoned ALM Abnd Call

Calls Waiting > X (where X = Calls) ALM %Q Calls Wait

Longest Call Waiting > X sec. (where X = seconds) ALM LCW = %O

Wait Calls/Avail Agts + Supver > X (where X = percent) ALM Calls/Agt High

Number of Ringing Calls > X (where X = calls) Call Ring in %G

Longest Ringing Call > X seconds Call Ring in %G

%Y, %X, %Q, %O, %G are parameters. See “Parameter Variables” on page 12 for definitions.

FIELD DESCRIPTION



Miscellaneous TabThe Miscellaneous tab enables you to set call priorities, select a Music-on-hold (MOH) source and provide an estimated average connect time (shown below).

Refer to the following field descriptions.

FIELD DESCRIPTION

Preferred Agent

Auto Learn Preferred-Agent

Select one of the following: Never, Always, If preferred agent is missing on entry, Preferred-agent timeout in seconds.

Before arriving at the ACD queue, a call may have been assigned a preferred agent (by an IVR, Intelligent Router). When that call is the highest-priority, oldest ringing call in this queue and that preferred agent is available, the call is routed to that agent instead of using the ACD queue's search options. If the preferred agent isn't available, the selected search option is used.

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Preferred-agent timeout

Enter number of seconds for timeout (default = 0). Valid entries = 0~9999. A timer can be set to allow a call to wait a certain number of seconds for an available preferred agent prior to going into the ACD queue. A call notification can be sent to the preferred agent’s Net Phone.

Priority (Enhanced Models Only)

Initial Priority Level

Define the Initial Priority Level using values from 0 to 100, with the higher number being a higher priority level. All calls delivered into this queue are assigned this level unless a Priority value is delivered with the call.

Escalates 1 every:

To keep lower priority calls from getting stuck in queue, an escalation value can be assigned to increase the priority value by one each period (number of seconds). The call with the highest priority value is at the head of the queue.

Miscellaneous

Programmed Average-Talk Time

Strata ACD maintains this value from actual historical information.

Default MOH Source:

Defines the Music-on-hold (MOH) Source to be used by this ACD Group when calls are placed back into the queue waiting for an available Agent. The value can be from 1 to 15, see the Strata CIX Programming Manual for details for equipped MOH sources. MOH = 0 is silence.

Attach this URL to calls:

Each ACD queue can be set up to attach a “scripting” reference (URL) to the call so that when a call arrives on an agent's telephone, the agent sees the “scripting” information and/or prompts to lead the agent through specific statements and questions.

Estimated Wait TimeProvides callers with calculated wait time using actual historical information.

Padding Expressed in seconds, this parameter is used to estimate the wait time given to callers when intelligent announcements are used. The number of seconds in this field is added by the system to the Running Average Talk Time.

Running Average

Talk Time

Strata ACD maintains this value based on actual historical call activity.

FIELD DESCRIPTION


System AdministratorRecording Announcements

Recording AnnouncementsThe announcements for Strata ACD are stored in the Voice Assistant module (see Table 6 for a list of Basic and Enhanced Default Announcements). A number of announcement types are offered as part of the package of Voice Assistant.The installer can create custom scripts and announcements using the tools available in the Voice Assistant module.This section defines the creation of announcements for the supplied scripts that come with the Strata ACD software. Strata ACD provides a default, pre-recorded, set of announcements which are used whenever customized announcements have not been recorded. These messages are shown in the following table and can be used as a guide for recording the customer’s announcement.

To record any announcement, refer to the types of announcements chosen in the ACD Group parameters. For example, if a Simple Initial Announcement was selected, then the customized announcements to use in place of the default will be the Pilot DN + Suffix Code for Non-network ACD.For Network ACD, this would be Node Number + Pilot DN + Suffix Code.To record this announcement1. Use any phone and dial the extension number for the port(s) assigned to be used for

System Administration (See Voice Assistant settings on page 7 or “View Ports” on page 43).

2. Enter the password 1234#. This password cannot be changed.3. When prompted for the mailbox number, dial the Pilot DN, followed by the

Announcement Number.4. Follow the prompts for recording, listening, re-recording, etc.Example for non-Network ACD:

In this example, the ACD Group is 1, the Pilot DN is 540 and the Simple Initial Announcement and Simple Periodic Announcement are selected.1. Dial Voice Assistant Administration port telephone number, e.g. 211.2. Follow the prompts and enter your password.3. Dial 540 01 to record the first segment of the Simple Initial Announcement.4. Dial 540 02 to record the second segment of the Simple Initial Announcement.



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5. Dial 540 06 to record the first segment of the Simple Periodic Announcement.6. Dial 540 07 to record the second segment of the Simple Periodic Announcement.7. Follow the instructions for exiting and hang up.Note Do not record over the default announcements. This announcement is used by

default and will affect all ACD Groups.Example for Network ACD:

In this example, the ACD Group is 1, the Node Number is 11, the Pilot DN is 540 and the Simple Initial Announcement and Simple Periodic Announcement are selected.1. Dial Voice Assistant Administration port telephone number, e.g. 11211 (Node 11 +

Extension 211).2. Follow the prompts and enter your password.3. Dial 11540 01 to record the first segment of the Simple Initial Announcement.4. Dial 11540 02 to record the second segment of the Simple Initial Announcement.5. Dial 11540 06 to record the first segment of the Simple Periodic Announcement.6. Dial 11540 07 to record the second segment of the Simple Periodic

Announcement.7. Follow the instructions for exiting and hang up.Note Do not record over the default announcements. This announcement is used by

default and will affect all ACD Groups.Table 6 Basic and Enhanced Default Announcements

ACD Model

Announcement Description

Ann. Suffix

Default Announcement

Basic


(Simple)

01 9901 — “Thank you for calling”

029902 — “Please hold and your call will be answered as quickly as possible”

Basic


(Simple)

06 9906 — “All of our Agents are busy serving other customers.”

079907 — “Please hold and your call will be answered as quickly as possible.”



Enh.


(Q Position)

11 9911 — “Thank you for calling.”

12 9912 — “There are” ‘x’

13 9913 — “callers ahead of you.”


Enh.

Periodic Announce men

(Q Position)

16 9916 — “Thank you for Holding.”

17 9917 — “There are” ‘x’



Enh.


(Wait Time)


22 9922 — “Your estimated wait time is:” ‘MM:SS’

239923 —”Please hold and your call will be answered as quickly as possible.”

Enh.


(Wait Time)



289928 —”Please hold and your call will be answered as quickly as possible.”

Enh.


(Q Position + VMail Option)


32 9932 — “There are” ‘x’


349934 — “To go to Mail press 1. To wait in queue press any other key.”

Table 6 Basic and Enhanced Default Announcements (continued)

ACD Model


Ann. Suffix



Enh.


(Q Position + VMail Option)


37 9937 — “There are” ‘x’


399939 — “To go to Vmail press 1. To wait in queue press any other key.”

Enh.


(Wait Time + Vmail Option)



439943 — “To go to voice mail press 1. To wait in queue press any other key.”

Enh.


(Wait Time + Vmail Option)



489948 — “To go to voice mail press 1. To wait in queue press any other key.”

Enh.


(Preferred Agent)


529952 — “If you have a preferred Agent please enter the Agent’s ID then press pound. Otherwise just press pound.

Enh

Miscellaneous Announcements for all Call Back options

9975 — “This ia a call back from ...”

9976 — “Press 1 to accept the call back now.”

9999 — “Otherwise press *”

9977 — “Please wait while I place the call to ...”


ACD Model


Ann. Suffix


Enh

Initial and Periodic Announcement (Position + CB option)


54 9954 — “There are...”

55 9955 — “...callers ahead of you.”

569956 — “If you would like us to wait in line for you and call you back when your turn comes up, press 1. Press any other key to wait for the next available agent.”

579957 — “After the tone, please state your name, extension number, and a brief description of your problem, then press #.”

589958 — “If we can reach you at this number press 1, otherwise press 2.”

59 9959 — “Your phone number is...”

609960 — “Thank, you, an agent will call back as soon as possible.”


629962 — “Using keys on your phone, enter area code and phone number where we can reach you, press # when finished.”

632 9963 — “Thank you for holding.”


ACD Model


Ann. Suffix




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Note Changing one type of announcement (Initial), automatically changes the other (Periodic).

Enh

Initial and Periodic Announcement (Wait Time + CB option)


65 9965 — “Your estimated wait time is ...”

679967 — “If you would like us to wait in line for you and call you back when your turn comes up, press 1. Press any other key to wait for the next available agent.””

689968 — “After the tone, please state your name, extension number, and brief description of your problem, then press #.”

699969 — “If we can reach you at this number press 1, otherwise press 2.”

70 9970 — “Your phone number is...”

719971 — “Thank, you, an agent will call back as soon as possible.”


739973 — “Using keys on your phone, enter area code and phone number where we can reach you, press # when finished.”


Basic Overflow 91 9991 — “Please hold while your call is transferred”

Basic Overhead Page96 9996 — “Calls waiting in queue equal” ‘x’

97 9997 — “Please handle these calls.”

BasicMiscellaneous Prompts

– 9997 — “Seconds”

– 9998 — “Minutes”

– 9993 — “Calls waiting in queue equal ...”

– 9994 — “...please handle these calls.”

1. Announcement used in an Initial Announcement only.

2. Announcement used in a Periodic Announcement only.


ACD Model


Ann. Suffix



Strata ACDRecording Announcements

Strata ACD 2

This chapter explains how to access the status views for Strata ACD groups, calls, ports, clients and events. Instructions for initially setting up the views are included.

Also included are instructions for accessing the Toshiba-Keyset Interface (TKI) and MIS Server windows.

Views and Events LogYour PC should be set up so that the following ACD views can be accessed by clicking on the icon (as shown at the top of the page 40). If the icon is not visible and you can’t open the view from Start > Programs > OAISYS, then perform the following to set up the Strata ACD views:

Set Up ACD Views1. Access current services: Open the Net Server. Click on the Services tab. 2. Make Strata ACD visible: Right click on the Strata ACD item in the Net Server

Service tree and choose Show Service.3. Ensure the Module is operational: Log in (default user/password is admin/

admin). The Strata ACD views window appears (shown on the next page).For additional help on setting up Strata ACD or other ACD modules, refer to the Strata CIX ACD Installation Guide on the Strata ACD CD-ROM.



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View GroupsTo access the Strata ACD views, double-click on the Strata ACD icon (shown right).

From the View Groups window, you can see call traffic for each ACD group. Most of the items and fields are self-explanatory or have been previously described in Chapter 1 – System Administration.Note The “Monitor ID” is a reference number that can be used to search for specific

items in the log files.

Superviso

Agent

Refresh

Group Properties

OAISYS Net Client Logon ACD Groups

Views



View Group Properties

1. From the ACD View Groups window, click the Group Properties button. The following two windows provide a summary of the data set from the Strata ACD System Administrator application.

2. To view the second Group Properties window, click Next.6295

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View CallsEnables you to view all ACD calls in the telephone system.

To see View Calls, Ports or Clients, select the desired view from the Views drop down window.

Most of the fields are self explanatory, but a few which require further explanation are described below:

FIELD DESCRIPTION

Call ID The ACD system automatically assigns an ID number with an “@” mark at the beginning.

Outside Number If Caller ID is available, the telephone number displays; otherwise, the trunk number displays.

Devices All of the devices involved in handling the call are listed. The number of involved devices appears in parentheses.

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Views Click to see other views. Highlight desired view.



View PortsThis view enables you to see the Voice Assistant ports.

FIELD DESCRIPTION

Extension The number before the colon represents the Primary Directory Number of the device involved. The number after the colon is the actual extension number being used.

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View ClientsThis window enables you to view the ID numbers and names of all ACD Groups and Agents.

FIELD DESCRIPTION

Echo Events “Yes” means that data should be transmitted in two directions (between the Client and the PBX). Do not change this setting.

Everything Interest

“Yes” means that all information should be echoed. Do not change this setting.

Groups of Interest and Agents of Interest

All ACD Groups and Agents are listed by ID number.

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Handle Number associated with the TCP/IP number. Assigned at the time of connection for ID purposes.


Strata ACD EventsThis window provides a log file of ACD events.

From the Strata ACD window, select Setup menu > Show Activity.

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Strata ACDToshiba-Keyset Interface

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Toshiba-Keyset InterfaceThis window shows all of the telephone devices involved in ACD calls and provides information about the telephone state, type of telephone (keyset), the dialed number, the Agent ID, and the extension numbers involved with the calls.

To access the Toshiba-Keyset Interface window, double-click on the TKI icon (shown right).

You can also configure the number of seconds (1~99 sec.) the ACD Group name displays on the LCD. This setting affects all ACD groups and if not changed, defaults to 10 seconds.To change the display time1. Highlight a Keyset Type on the Toshiba-Keyset Interface window. 2. Click Setup > Settings. A Settings window displays (shown above) and you can

type in the number of seconds required.3. Click OK.

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Strata ACDMIS Server

MIS ServerThis window shows which Management Information Services (MIS) servers are in use, their TCP/IP number, and provides a history of events.

To access the MIS Server window, double-click on the MIS icon (shown right).

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TCP/IP Number


Strata ACDMIS Server

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Index

AACD groups

add supervisor, 16change agent list, 25create, 2tab, 20

ACD telephone user guide, vaction

buttons, 2settings, 7

actions, 5, 9class, 6type, 7

addagent, 18supervisor, 16

administratoradd or delete users, 2

agent/supervisor telephone user guide, vagents, 24

add/change group, 25tab, 18

alarms, 29announcements, 22

basic, 33default, 33enhanced, 33

recording, 32average connect time, 30

Bbasic announcements, 33

Ccall back, 13call management, 22call router, vCD-ROMs, vchat, vconventions, ivcreate ACD groups, 2

Ddocuments, v

Eenhanced announcements, 33events, 43

Ffirst-time set up, 2


IndexG ~ S

50

Ggeneral description, vgeneral tab, 21getting started, 1group properties windows, 39groups

creating, 2

Hhistory, 45

Iinstallation guide, vinterflow, 9

Llog in, 2log out, 2, 25

automatic, 24log to file, 8

Mmedia, vMIS server, 45music-on-hold, 22, 30

NNet Phone, vNet Server, v

OOAISYS, v

call router, vNet Phone, vNet Server, vVoice Assistant, v

operations manual, v

overflow/reroute call, 22

Pparameters, 7, 9, 11pilot DN, 3

Qqueue

enabled, 21

Rrecording announcements, 32related documents/media, vreroute call, 22route destination, 3run va script, 7

Sscreens

ACD groups tab, 20agents tab, 24alarms tab, 28call management tab, 22general tab, 21miscellaneous tab, 30supervisors tab, 26

actions tab, 5agents tab, 18miscellaneous tab, 3supervisors tab, 16system administrator, 1

scripts, 9send DDE message, 8send email, 9send LCD message, 8set up ACD, 37share agents, 9


IndexT ~ V

start ACD System Administrator, 1Strata ACD

events, 43view calls, 40view clients, 42view groups, 38view ports, 41

supervisors tab, 16, 26system administrator’s guide, v

Ttabs

ACD groups, 20agents, 18general, 21supervisors, 16, 26

telephone user guide, vToshiba-keyset interface (TKI), 44transfer call, 8transfer to va/announce, 7troubleshooting

accessing views, 37trunk access code, 3

Uunavailable, 25

automatic, 25unavailable reasons, 4user guides and manuals, v

VVA

ports, 7script, 7

VA (see Voice Assistant)variables, 9, 11view

calls, 40clients, 42groups, 38ports, 41

Voice Assistant, v, 7, 32


ACD System Administrator Guide - Toshiba

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